What are the responsibilities and job description for the Tier 2 Access Support Engineer position at Hollstadt Consulting?
Role: Tier 2 Access Support Engineer
Location: Hybrid in Oak Park Heights, MN (onsite Tuesday and Wednesday)
Duration: 1 year contract
Rate: $51/hour W2
Job Description
Overview
The Tier 2 Support Engineer is responsible for providing advanced technical support across client Access, OTT, CustomerCare, and other integrated business platforms. This role requires strong analytical skills, deep system knowledge, and the ability to collaborate with cross‑functional IT teams to resolve incidents, prevent disruptions, and improve the reliability of mission‑critical applications.
Key Responsibilities
Daily Operations & Incident Management
- Log, track, and resolve incoming ServiceNow tickets ensuring timely and accurate case handling.
- Monitor the inbox for Splunk alerts and system notifications, performing appropriate corrective actions to prevent or mitigate operational impacts.
- Run sync and pending reports to proactively identify, diagnose, and address emerging system issues.
- Monitor, validate, and re‑drop failed XML files, ensuring data integrity and workflow continuity.
Cross‑Team Collaboration
- Work closely with IT teams to troubleshoot system interactions and minimize service disruptions.
- Participate actively in agile ceremonies, including daily standups, sprint planning, refinements, sprint reviews, and retrospectives. Present Jira items and provide ongoing updates.
Technical Troubleshooting & Analysis
- Use Postman to send retriggers for OTT, Salesforce JSON, Backorders, and Missing Uploads to ensure accurate and timely system synchronization.
- Reproduce production bugs in lower environments and document detailed replication steps.
- Create comprehensive Jira bug reports outlining impact, suspected root causes, and recommended fixes.
- Identify recurring issues and propose enhancements to improve system stability, workflow efficiency, and user experience.
Nice‑to‑Have Skills & Qualifications
- Experience with SQL Developer and Microsoft SQL Server.
- Proficiency using Splunk for monitoring and log analysis.
- Strong skills in Postman for API testing, validation, and retriggers.
- Knowledge of Jira and Agile methodologies.
- Strong Excel skills for data analysis and reporting.
- Excellent communication skills, able to work effectively with both technical and non‑technical users.
- Ability to prioritize and manage multiple tasks in a fast‑paced environment.
- Strong problem‑solving mindset with a focus on root cause analysis.
- Willingness to learn new technologies and adapt to evolving business needs.
- Effective collaborator able to work well across diverse teams.
Salary : $51